1Overview
Problems usually relate to source XML, coordinates, browser state, an account or an API service. Service status, the example file and reproducible steps help separate them.
A file, map control, collaboration room or reference layer fails.
2Failure boundaries
The viewer, browser, source data and API-backed services can fail independently.
| Feature or choice | Current behaviour |
|---|---|
| Example isolation | A successful example load confirms the core viewer and narrows attention to the user's file or data.Support avoids treating every source-data problem as an application outage. |
| Service status | Tools can be marked online, offline or maintenance by the runtime API.Users can distinguish a planned service state from local failure. |
| Browser reset | Clearing site data resets favourites, theme, sessions and cached preferences.It is a last-resort diagnostic step with understood consequences. |
3Diagnose before escalating
Classify, reproduce, collect minimal evidence and send one precise report.
Classify the problem
Use the smallest reliable test.
- Reload once and reproduce the issue.
- Try the example file for viewer problems.
- Check whether the failure follows one XML, one browser, the account or a named service.
Collect evidence
Capture context without unnecessary project data.
- Record the file name, parsed asset count and coordinate context.
- Record the account and service status.
- Capture the first meaningful error and the actions immediately before it.
Contact support
Send a concise reproducible report.
- Open Support from Tools.
- Describe expected and actual results and the exact tool.
- Attach only approved evidence and preserve the ticket reference.
4Product differences
infrADAC Map support covers viewer, upload, display, reference layers and collaboration.
5Before you begin
- Do not send confidential XML unless approved.
- Record the time, browser, tool and exact message.
6Troubleshooting
The whole application is blank
Try a current browser window, disable only relevant content blockers for the site and check browser console/network evidence if authorised. Report the timestamp and browser version.
Only one XML fails
Preserve the file, compare it with the example and inspect its structure and coordinates.
One online service fails
Check the service status and retry after the service returns.